Senior Customer Service Project Manager

Location: Germantown, MD 20876 Hughes Network Systems, LLC (HUGHES) is the global leader in providing broadband satellite networks and services for large enterprises, governments, small businesses, and consumers. HughesNetâ„¢ encompasses all broadband solutions and managed services from Hughes, bridging the best of satellite and terrestrial technologies. Hughes has shipped more than 1,000,000 systems to customers in over 100 countries. Its broadband satellite products are based on the IPoS (IP over Satellite) global standard, approved by the TIA, ETSI, and ITU standards organizations.This position shall coordinate the definition and development of support models for new products, processes, tools, applications, upgrade programs, and new HNS customers. Work closely with the launch manager, systems, network engineers and the call center operations team to assess project feasibility, conduct gap analysis, evaluate and provide input for schedule and work with the training and knowledge base team to implement the necessary outputs needed to support the launch of product, service or customer. and network support engineers  Be responsible for several projects at any given time and thus must possess the ability to diagnose, communicate, and resolve complex business and technology challenges while managing competing priorities. To accomodate the rollout of new  services and products additional responsibilties will include- Serve as the technical support liason with the Information tehnology organization to resolve issues and enhancements required in business systems and CRM application- Support the telecom and IVR applications and help develop enhancements to improve Customer self service and reduce calls into the center. - Identify and provide requirements for development of support and diagnostics tools in order to improve customer support. Work with the engineering team in the design and development of these tools and be responsible for implementation.-Work with Program managers to identify key Enterprise customer requirements and reports and  coordinate the development and deployment of these.QualificationsPosition requires 5+ years experience in Project management. Considerable experience managing and delivering Business and technical centric projects. Should have strong leadership, communication, decision making, problem solving, resource allocation and planning skills. Solid teamwork and interpersonal skills, with the ability to communicate and persuade customers, employees, and management at all levels and thrive in a cross-functional environment. Should possess good  balance of technical knowledge and  business requirment. Must have a strong understanding of satellite technology and related network. Should have a strong  understanding of business systems such as Ordering, Billing and Customer Support applications. Should possess technical skills necessary to support the design and development of the tools.IVR applications development experience is desired. Hughes is an Equal Opportunity/Affirmative Action Employer.For more information about Hughes products and services, please visit www.hughes.com CONTACT INFORMATIONRef ID: 3206BR